When Cultures Collide
Case Summary
The tungsten Indies Yacht Club Resort is located on the British complete(a) Islands (BVIs), and is known for its water sports activities and ecotourism policies. Comprised of thirty-six islands, the British Virgin Islands has restricted development and growth with mainly five upscale hotels, as well as strict government regulations concerning local anaesthetic staff employment and limited expatriate work permits. Although it has been operating(a) successfully, the West Indies Yacht Club Resort has some horrible problems that have recently become evident and have bad affected the operating performance of the resort. Jim Johnson, the chief manager, has invited Patrick Dowd, a way consultant, to determine the underlying problems and make recommendations about what actions could be taken to improve the situation.
Identification of Symptoms
Expatriate manager turnover: The West Indies Resort has hired and failed to retain trey expatriate waterfront directors and three food and beverage directors in only the past twain years.
Guest complaints have increased from 10 to more(prenominal) than 30 per week over past two years: Guests frequently complain of long wait times, low motivation and table service quality from local staff, unfriendliness, little to no response to requests for items or repairs, no anticipation of needs, and a bad first supposition from not being welcomed upon arrival. They expect more for the amount of currency they are paying for their vacation.
Increasing level of tension mingled with expatriate and local staff members: Local employees frequently inter to do their tasks, and managers are frustrated because they cannot discipline or turn on employees for lateness, poor job performance, or even stealing payable to strict local employment regulations. Pickering states that his coworkers are becoming more and more distant. He complains that even the most senior local workers hide from work and receive raises...If you want to get a full essay, order it on our website: Orderessay
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